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What it’s for

Fusion is a type of WhatsApp inbox that joins two connections in a single inbox: the Official API and the QR Code. As the screen explains: “Both together (Fusion): a single inbox with the best of each.” In practice, when the Official WhatsApp 24-hour window is closed, the message goes out through the unofficial connection.
Using Fusion is your company’s responsibility and can lead to WhatsApp blocking the number.

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Who can do it

Anyone with access to the Settings › Channels screen sees the inboxes, including those in Fusion. The agency is the one who assigns inboxes to the account. Connecting and reconnecting is for Owner and Admin.

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Where to click

  • Settings › Channels, WhatsApp table. The Type column shows QR Code, Official, or Fusion, and the Type filter has the Fusion option.
  • When you open the inbox, the panel shows the Fusion badge next to the number. On the Overview tab, Connection block, there are two lines, Official API connection and QR Code connection, each with its own status (Connected, Disconnected, Checking, or Connecting).
  • In the chat, the Fusion badge has a risk notice that appears when you hover or focus with the keyboard.
  • When choosing the sending inbox, Fusion shows both numbers: Official and phone.

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Step by step

1

Open the inbox

In Settings › Channels, click the inbox with type Fusion to open the panel.
2

Check the two connections

On the Overview, check that Official API connection and QR Code connection are Connected.
3

Reconnect the side that dropped

If one is Disconnected, use Reconnect. The QR Code side asks you to scan the code; see How to connect WhatsApp by QR code. If the inbox is managed by the agency, reconnecting is up to them.

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What happens next

  • When you reply outside the 24 h window, the screen shows This inbox is in Fusion: “Outside 24 h, the message goes out through the partner number. The template below is only used if it’s disconnected.” The template field becomes If the partner is disconnected (optional).
  • On the Configuration tab, Number warm-up applies only to the QR Code side. See Number warm-up.
  • If the unofficial side drops, a message outside the 24 h window depends on the approved template.

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Common errors

  • Disconnected on one of the two lines: reconnect that connection.
  • server unavailable: the screen couldn’t query the connection. Try again later.
  • Disconnect is available only for WhatsApp by QR, not for Official or Fusion.

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